Jennifer Lawrence

About

Strategic Operations & Customer Success Manager with extensive experience supporting high-growth teams across healthcare and technology sectors. Skilled in building scalable processes and applying Scrum and Agile methodologies to enhance team performance and delivery outcomes. Known for addressing complex and sensitive challenges with empathy and discretion, ensuring trust, compliance, and confidentiality, while aligning operational efficiency with customer success to deliver measurable results and long-term loyalty.

Experience

• Customer Success Manager/Operations Specialist · Guaneri Consulting04-01-2024

  Built the company’s internal infrastructure from the ground up — developing and implementing SOPs, workflow systems, and process documentation to ensure scalability, consistency, and compliance across engagements. Served as primary liaison between clients and delivery teams, managing timelines, deliverables, and communication for multi‑cloud and DevOps engagements. Partnered with leadership on strategic growth initiatives, expanding partnerships with cloud service providers and entering new industry verticals, including healthcare and biotech. Created feedback loops and follow‑up frameworks to measure client satisfaction and proactively address emerging needs. Coordinated between engineering, consulting, and executive teams to ensure on‑time, in‑scope delivery and positive client outcomes. Helped achieve exceptional client retention by creating a culture of partnership and problem‑solving; built trust through proactive communication and reliable execution. Led company-wide adoption of Agile frameworks, running daily standups, sprint planning sessions, and retrospectives to improve communication and delivery efficiency. Collaborated with leadership to ensure company procedures and training adhered to client-specific compliance needs, including data privacy and healthcare security standards. Managed invoicing, budgeting, and financial tracking alongside the CEO to maintain profitability and operational efficiency as annual revenue and team size grew exponentially. Designed and launched internal training programs to advance team capability and client service quality, including mandatory compliance training and AWS certification pathways. Oversaw interviewing, hiring, onboarding, and employee relations processes; implemented clear role definitions, employee handbooks, and performance structures to support retention and morale during rapid growth. Handled employee relations and HR processes, fostering a high‑performing, collaborative culture during rapid scaling. Built and directly managed the sales team, developing pipeline processes that improved client retention and expansion opportunities. Acted as a bridge between operations, delivery, and business development — ensuring consistent communication and alignment with customer outcomes. Helped establish company culture grounded in transparency, collaboration, and professional growth.

• Operations Consultant/Customer Success Manager · GenEmbryomics01-01-2023 – 04-01-2024

  Led the creation of marketing materials and design strategies, significantly raising brand awareness and establishing a strong market presence in the biotech industry. Established and managed an international human resources framework from the ground up, directly hiring 6 employees and supervising a diverse team of 20 personnel across 7 countries, steering recruitment, professional development, and employee relations to support the company's global expansion. Authored and co-authored more than 15 comprehensive Standard Operating Procedures (SOPs), establishing a framework for operational consistency and adherence to regulatory compliance. Functioned as the HIPAA Compliance Officer, overseeing initial 2 trainings, HIPAA internal policy and security documents, and facilitating scalable compliance platform for 20 people. Represented the company at 3 key industry events, educating peers on the intricacies of preimplantation genetic testing, specifically utilizing whole genome sequencing, and elevating GenEmbryomics' status in the scientific community. Provided critical insights and leadership in executive decisions affecting pricing, business trajectory, staffing, and other operational policies. Negotiated and secured strategic partnerships, aligning with industry influencers and stakeholders to bolster corporate objectives and market positioning. Monitored and analyzed market trends to pivot business strategies effectively, ensuring alignment with evolving industry standards and consumer expectations. Drove cross-departmental collaboration to streamline processes, enhance productivity, and implement cost-saving measures without compromising quality. Conducted in-depth research into the FDA's stance on PGT, confirming the absence of involvement and positioning the company to navigate regulatory landscapes effectively. Authored a detailed analysis on the economic benefits of PGT insurance coverage, advocating for policy changes to include private and governmental insurance subsidies.

• Customer Success Manager/Account Manager · Sema408-01-2021 – 12-01-2022

  Achieved a 97% client retention rate by efficiently managing 392 accounts as the primary contact across a multi-state territory. Drove a 39% increase in regional volume in 2022 by strategically generating leads using sales forecasts, goals, and regional insights. Orchestrated complex EMR integrations, overseeing the entire process from contract initiation to issue resolution, enhancing client satisfaction and operational efficiency. Proactively addressed online portal issues, leading to improved management of portal updates and acting as a bridge between sales teams and developers. Provided expert training and support to account managers on an array of key functions, including customer portal use, financial processes, and EMR integration. Identified and corrected requisition errors, streamlining workflows to expedite patient care and result delivery. Leveraged data analytics to refine client experiences and create adaptable departmental tools, boosting productivity and service quality. Built deep client relationships through personalized service, understanding their needs to better advocate for beneficial internal changes. Effectively onboarded new clients and facilitated ongoing training for established accounts, ensuring continuous satisfaction and engagement. Appointed as interim supervisor for three weeks, demonstrating leadership and reliability in the absence of management. Selected as a core member of the close-out team, entrusted with critical responsibilities during the departmental wind-down.

• Operations Specialist · United States Army06-01-2014 – 02-01-2018

  Directed daily operations and personnel management for a 60-member unit, ensuring readiness, performance, and compliance with all U.S. Army policies and unit strategic objectives. Oversaw training, scheduling, and project assignments across multidisciplinary teams, balancing mission requirements with personnel well-being. Streamlined internal HR and onboarding processes, improving administrative efficiency and reducing documentation turnaround by 20%. Devised operational plans that aligned workforce allocation with mission-critical initiatives; managed staffing shortages and resource prioritization under tight deadlines. Delivered conflict resolution, employee coaching, and disciplinary action guidance, sustaining high morale while enforcing accountability. Designed and implemented internal tracking systems for evaluations, leave, and performance metrics. Managed collection, analysis, and reporting of personnel data to senior leadership, enabling informed planning and regulatory compliance. Earned commendations for operational leadership, accuracy, and discretion in managing sensitive personnel records and mission data.

• Special Investigator · Perspecta02-01-2018 – 08-01-2021

  Conducted comprehensive briefings and collected testimonies from diverse personnel within various government programs, enhancing case work efficiency. Increased report production by 26% within a year by compiling testimonies into concise written documentation. Mastered self-management of tight deadlines, balancing customer expectations with the availability of subjects, sources, and travel demands. Ensured the integrity and confidentiality of sensitive information throughout the background investigation process. Delivered field training and ongoing mentorship to new investigators, contributing to team proficiency and knowledge sharing.

Education

• University of New OrleansMasters of Science, Healthcare Management
• University of Southern MississippiMasters of Science, Education, Biology
• University of Southern MississippiBachelors of Science, Biological Science (Minor: Chemistry)

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